Deploying intelligent live chat for Leeds City Council

Sabio DigitalPublic Sector
Deploying intelligent live chat for Leeds City Council

Sabio has worked with Leeds City Council to deploy a next generation live chat solution from LivePerson. This is a platform that helps to optimise the performance of its online customer service channels.

Initial project findings have demonstrated strong customer take-up and satisfaction of the live chat solution. There is clear evidence that the integration of live chat opportunities can play a key role in helping the Council deal with complex issues.

Operational Challenge

The Council’s contact centre team felt that a webchat channel could help optimise their website whilst supporting the growing number of younger citizens starting out on their customer journey.

Sabio Solution

Sabio recommended the LiveEngage live chat solution from LivePerson. This will enable the Council to deploy more personalised, human interactions online at a fraction of the cost of more expensive phone and email contacts.

Results Delivered

  • Successful initial deployment sees customer take-up at 15% – around twice the accepted industry average
  • 93.8% of Leeds City Council customers using live chat have rated the service as excellent or very good
  • 96.7% of people using the live chat service said they would be likely to use the service again
  • Demonstrated benefit of live chat channel for dealing with complex service enquiries such as Council Tax
  • Powerful component in Leeds City Council’s strategy to optimise the transactional performance of its website

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